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Customer Service Team Lead

2 months ago

Arlington TX USA, United States Truist Full time

Job Summary:

We are seeking a highly skilled Customer Service Team Lead to join our team at Truist. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients and ensuring that our Perfect Client Experience (PCE) initiatives are met.

Key Responsibilities:

  • Provide a high level of customer service to customers and teammates in support of our PCE initiatives.
  • Handle escalated calls from customer service representatives.
  • Provide ongoing training and feedback to teammates to ensure their ability to execute all responsibilities and assist in their understanding of relevant policies and procedures.
  • Coach teammates when required to encourage growth within their position.
  • Assist with scheduling, coordinating, and executing team building activities, meetings, and other group activities.
  • Provide input into performance appraisal process and hiring decisions.
  • Assist in the resolution and tracking of client complaints.
  • Ensure each complaint is logged on the system with detailed explanation of issue and resolution.
  • Ensure each complaint is routed to appropriate queue for tracking and reporting purposes.
  • Assume non-supervisory responsibilities of a Team Leader, which include: maintaining monthly Key Performance Indicator (KPI) reports for assigned teammates, exception reporting, updating manuals, assisting associates with telephone inquiries, and assisting with other types of escalations specific to the department.
  • Review, identify, and confirm eligibility for Service member Civil Relief Act (SCRA) ensuring compliance with all regulatory guidelines, routing to the appropriate queue for tracking, reporting, and application of benefits.
  • Enhance personal and professional growth through participation in required and voluntary training and education.
  • Engage with leadership and participate in special promotions and projects as directed by Customer Service Supervisor.

Requirements:

  • Associates degree or equivalent education, training, or experience.
  • Two to three years of client service experience.
  • Excellent verbal and written communication skills.
  • Strong decision-making and problem-solving ability.
  • Strong customer service skills.
  • Demonstrated time management skills.
  • Ability to work with confidential information in a professional manner.
  • Demonstrated proficiency in Microsoft applications; Outlook, Word, Excel, and PowerPoint.
  • Ability to work flexible schedule, including overtime as needed.

Benefits:

Truist offers a comprehensive benefits package to eligible employees, including medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401(k) plan. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.

Equal Opportunity Employer:

Truist is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law.